Obviously… you get a cake. Or some biscuits, cupcakes or cake pops. Whatever your sweet tooth desires along these lines, I’m sure I can help out.
However… what do you get behind the scenes when you order a cake with Magnificent Mouthfuls Cupcakes & Catering?
In terms of customer service. How do I differ from other cake businesses locally in Townsville, or from the surrounding areas?
I do pride myself on customer service.
Being a bit of a control freak, a little paranoid about money, and appreciate replies to my enquiries when I am custom ordering something from a business… I like to give my customers the same type of service that I would like to receive.
So I thought I would list the approach that I take when it comes to first contact with me regarding your cakey needs, what happens through the process, and what happens after pickup also.
FIRST POINT OF CONTACT
When you first get in touch with Magnificent Mouthfuls whether by phone, email or Facebook, you will either receive a reply within a few hours (if it’s during business hours), an automated ‘out of office’ response (if it’s outside business hours), or an immediate response asking the direct information that I need to give you a quote. I ask 5 simple questions, and approximate 90% of the time, I am able to give you a quote from your answers (if answered in full).
When I have the details that I require to give you a quote, I email out an official quote with a very detailed description of the cake design that we have discussed. This quote has all details such as price, pickup location, date and time, and my terms & conditions.
FOLLOW UP – QUOTE REMINDER
Once I have sent a quote via email, each Monday / Tuesday, I send out a friendly quote reminder. I understand that life gets busy, and sometimes you ‘mean to’ book that cake each and every day, but it slips your mind. A friendly jog to the memory is appreciated my most of my customers. My policy is a first in, best dressed… so sometimes a reminder gets you in before others.
If you are not happy with the quote and have other pricing and design needs, I can work with you and let you know what can be done within your budget, and adjust the quote to suit.
CONFIRMATION & INVOICE
If you decide to place your Townsville cake booking with Magnificent Mouthfuls, I then send through an official invoice. This has all of the details of the order again, including price, pickup date, time and location, your deposit amount due, when it’s due by, your remaining amount upon pickup and all bank account details. Issuing an invoice has always been appreciated by my customers, as they know that I am a legitimate business.
Each week, I look at my list of people who have deposits due. And I simply send out a friendly deposit reminder email, with the invoice attached, letting my customers know that, ‘Hey – if you want to secure your order, please be sure to pay your deposit’.
AFTER YOU HAVE PAID YOUR DEPOSIT
I check my bank account every 2-3 business days, and each time that I receive a deposit in my bank account, I apply to your invoice, update the amount owing, and send you through a confirmation of payment email. This is so that your mind can rest easy that I have received, and I have acknowledged your payment. I also let you know when my next contact will be, and that I welcome any queries at any time.
THE DAY PRIOR TO PICKUP
When you decide to make your booking, I obtain your phone number, for obvious reasons. However, I often only ever need to use it once. And this is the day prior to your pickup. I simply send out a text message, reminding my customers of the pickup address and the pickup times that we’ve had booked in. It’s always handy to have this in your hot little hand in the car, as we don’t always have access to emails.
THE DAY OF PICKUP
On the day of the pickup – the customer really does most of the work, but I try and make the transition of the goodies as easy as possible. I like to offer to carry your sweet treats out to the car, and place them in a safe spot. Or wait for yourself or your passenger to get all buckled up, and I can pass the finished product to them for safe keeping. At this time, I also explain the best way to store your goodies, and the best way to serve them.
A FEW DAYS LATER…
Reading the above, you can tell that I really take my customer service seriously. But of course, I pride myself on my product that you have ordered, paid for and devoured on your special occasion. So each Monday / Tuesday, I send out a follow up for the prior weeks orders. This gives you the chance to give me any feedback on both your goodies, and my customer service. I always love hearing great feedback, and as I am constantly repeating, ‘I am human, and make mistakes’, so if there is any negative feedback received, I take this very seriously also.
There we have it folks. Although all of the above is included in your order process, it obviously isn’t included in the price of your cakey needs.
So apart from getting a quality looking product, and a tasty one that will make your taste buds smile – for your money, you also get all of the above free of charge.
Kinda… pretty… awesome…
If you would love to enquire about your next occasion, simply CLICK HERE
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